Who to contact for what
One rule: if it is not an emergency, it is a ticket. Tickets are tracked, prioritized, and never lost in an inbox.
| Channel | Best for |
|---|---|
| Support ticket | Problems, changes, requests, questions — the default |
| Chat widget | Quick questions answered instantly from the help center |
| Feeds straight into a ticket — same tracking, same number | |
| Your point of contact | Relationship matters: scope, priorities, commercial questions |
Urgent tickets page on-call directly — see Choosing the right ticket priority. Do not have the portal open? Email and mark it Urgent; the address is on every invoice and ticket notification.
New services, block-hour top-ups, agreement questions — route through your named point of contact so pricing and terms stay consistent.
Whatever the channel, everything lands in one tracked system on our side — nothing lives only in someone's inbox.
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